Laboratory Technical Support

Spry is seeking a Service Desk Support Senior to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

Responsibilities

Provide support to end users on a variety of issues; Identify, research, and resolve technical problems; Respond to telephone calls, email, and personnel requests for technical support; Document, track, and monitor problems to ensure a timely resolution; Establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests; Provide multi-tiered support (Level 1, Level 2, Level 3) to address technical and scientific instrumentation issues and escalate appropriately; Develop and implement standard operating procedures (SOPs) for common IT support scenarios; Monitor and analyze service desk performance metrics such as response times and user satisfaction; Maintain a comprehensive knowledge base and self-service portal for users; Implement and maintain remote support tools for users who are not physically present; Collaborate with other IT teams to address systemic issues and improve IT service delivery; Provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback; Consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance; Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

Requirements

Top Secret security clearance; Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience). Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner; 5 to 8 years' experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level); Familiarity with the use of software to track issues and customer interactions; Experience in-depth problem solving solutions

Nice to have

Previous experience using JIRA as a ticketing system; Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti